Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST

JOB DUTIES INCLUDE:

- Remotely troubleshoot and resolve technical issues over the phone for our customers within a Windows Terminal Server environment, involving Dell PowerEdge Servers, Fortinet Firewalls, tape backups and supported printers.
- Act as Remote Administrator for Servers, including user account management, shared files, and print queue setups.
- Administer changes to their Fortigate Firewalls and setup VPN connectivity.
- Develop strong working relationships with customers and other team members.

REQUIRED KNOWLEDGE AND SKILLS:

- Strong knowledge of Terminal Services (Windows 2003 and 2008 Server) and Thin Client configuration is a must.
- Ability to successfully troubleshoot computer hardware, software and peripheral related problems: (Servers, Firewalls, PC's, network Switches, printers, modems) is critical.
- Mastery of providing quick solutions to problems with a high level of accuracy and quality.
- Proven experience installing, configuring, upgrading, troubleshooting and repairing software, hardware and peripherals.
- Practical experience related to the establishment and maintenance of LAN's and WAN's in a business environment.
- Strong organization and time-management skills
- Must be self-directed and work with a minimum of supervision.
- Must be goal and results orientated with a strong work ethic.
- Skilled with both verbal and written communications to explain technical concepts and procedures to non-technical users.
- Must have and maintain a valid driver's license.

EDUCATIONAL REQUIREMENTS:

- Bachelor's Degree in the computer field or the equivalent technical training and experience.
- Minimum of 3 years practical network and computer experience.
- Industry certifications including MCSE, A+, Server+, and Network+ are highly desirable.

OTHER REQUIREMENTS:

- Previous end user phone support experience
- Flexibility to work any shift* as well as working Saturdays and Holidays

(Hours of operation are 8:30am-8:00pm Mon-Fri and Saturday 8:30am-5:00pm)

*Shifts are 8:30am - 5:00pm; 9:30am - 6:00pm; 10:30am - 7:00pm; 11:30am - 8:00pm with rotating Saturdays OR Tuesday-Saturday permanent.  Typically start out training on day shift, and then move to later shifts based on our scheduling needs